Our Quarterly Reports

Guaranteed Standards of Service

How we're doing

There are certain standards of service you can expect from us when it comes to your energy supply. Some of these we’ve set for ourselves and others are set by Ofgem, our regulator.

In our day to day operations, we do everything we can to meet our commitments to customers. But on some occasions, despite our best efforts, we let them down.

Under the Electricity and Gas (Standards of Performance) Regulations 2015, we compensate our domestic and Microbusiness customers £30 if we fail to meet the standards. Our ‘Because keeping a promise matter’ booklet has everything you need to know about our Guaranteed Standards of Service.

What does it mean?

Cases – the number of times the standards apply, for example each time we arrange an appointment to visit your property.

Breaches – the number of times we have failed to meet the standards, for example if we arrive late for an appointment.

Exempt breaches – There are certain circumstances where we don’t need to make a payment, for example if we’ve not been able to attend due to severe weather conditions.